openSAP: Understanding Your Customer’s Journey
The Return on Investment of CX your understanding of your customer’s expectations are critical to delivering a better experience for them We take in stimuli like what we see and hear. We build perceptions based on emotions and understanding. The customer’s experience is based on what they believe will happen versus what is happening. There's formula I like to use for this: perception minus expectation multiplied by emotion. What does that mean? It means whatever your customer is perceiving about the situation is the truth to that customer. They are either happy to see you’re exceeding their expectations or they’re disappointed you are not meeting them. And all of this is wrapped in the very human experience of emotions. Here are three questions that are important to ask about your brand and your customers. What is your brand promise? What is the agreement you promise to customers before they even become a customer? What does your marketing...